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Form of workJob Description
Job title: Help Desk Analyst
Location: Concord, NH [Onsite]
Duration: 7 months
Type: contract
LOCAL CANDIDATES ONLY!!! (In – person interview)
Job Description :
Required Skills:
Location: Concord, NH [Onsite]
Duration: 7 months
Type: contract
LOCAL CANDIDATES ONLY!!! (In – person interview)
Job Description :
- Under the direction of the HDS Mgr/Lead, this resource assists with problem resolution for desktop operating and maintenance functions; provides second tier desktop-related troubleshooting for Help Desk services, for multiple supported technologies.
- JOB DESCRIPTION: Performs all Help Desk functions that include but are not limited to the following: Preliminary and second tier troubleshooting of Windows operating systems and all state standard software.
- Troubleshoots network connectivity issues through Windows Active Directory including unlocking accounts and changing passwords.
- Provides technical problem resolution to all (Client) users as well as tracking the computer-related problems via a Help Desk tool. - Identifies reoccurring issues and recommends constructive resolution.
- Maintains and creates Help Desk documentation, including Knowledge Base articles for use by Client technicians and customers.
- Interacts with all levels of Client customer base and staff in a professional, courteous and expedient manner.
- Assists, trains and mentors' internal customers and the end user community in technical matters associated with personal computer hardware, software and peripherals.
- Contacts and interacts with customer and state approved vendors to correct problems with equipment or service through to service restoration.
- Provides ongoing coaching to Client team members in an interactive and as needed basis.
- Maintains proficiency in the support of hardware and software systems in support of the Help Desk Service mission.
- Assists in the development of technical training programs and materials.
Required Skills:
- Professional experience troubleshooting Windows desktop operating systems, Windowsbased application software for end users.
- Professional experience using Microsoft Active Directory to unlock end user accounts and change user passwords
- Professional experience troubleshooting network connectivity issues for end users.
- Professional experience utilizing remote access tools, such as ConnectWise, to access end user devices for troubleshooting problems
- Professional experience working with a Help Desk ticketing system, such as BMC Footprints or other similar ticketing systems.
- Experience in the use of Microsoft tools such as Outlook, Teams and SharePoint.
- Strong Customer Service skills and communication skills both written and spoken are essential to being selected for this position.
